Sears Reviews and Complaints
Subscribe to organize reviews of the company into easy-to-read list. You can view followed brands in your profile
Latest review first
Craziness that customers don't see inside Sears
I am a Sears employee who was hired into management from another company. In the decades that I have worked in retail, I have never seen the insanity that I have seen in this retail operation. The mountains of paperwork that are printed and sent each day are ridiculous. The company tries to control your every task by the minute throughout the day WITHOUT mentioning once that customers are the #1 priority. Employees are running around like chickens with their heads cut off trying to do an enormous amount of things each day that couldn't possibly get done in the time allotted. Hourly employee payroll hours are cut drastically so management is also expected to do those tasks as well. And since management is salaried, Sears expects you to put in the hours needed to get the jobs done. With the hours I've put in in the past few months, I'm averaging just above national minimum wage. I know it takes extra hours when you hire in for management. But the expectations of higher-ups for a complete dedication to Sears while giving up family and personal time is just crazy. Oh, yes, I am looking for another job. Sears is not offering anything for me to stay. The frustration that customers have with us is the same frustration we have because our hands are tied in so many instances. What a shame. I understand from Sears employees that have been around for a long while that it never use to be like this. It use to be an enjoyable place to work and to shop but I guess when Kmart stepped in, the insanity really began. Too bad. There are many loyal employees who no longer want to stay. And there are new employees who won't stay either
Sears gave me the run around!
4/6/2010, Order lawnmower over phone to pickup at store. Rep tells me it is in stock. I price match with HomeDepot.com, get great deal on mower, rep says hes charging $370 to my credit card (otherwise it would be $492 w/o price match). I drive to store, find out they don't have it in stock and it will be delivered on the 12th. Get home, find out I was charged $492, call store, they won't help. I call online support number, they tell me I will be credited after I pick up the package. 4/12/2010, Pick up package at store, still charged $492. Call online support, they found error in how original rep handled price match, submit claim to Corporate, should hear back in 3-5 bus. days. 4/13/2010, Hear back via email, they won't help, say I need to call local store. Call local store, get transferred to Regional Call Center, they say they can't help and forward me to Online Solutions. Online Solutions can't help either, they submit claim to Corporate, should get personal call back in 24 - 48 hours. Given Claim # to call back with if I have more issues. 2 hours later, get a call back, they can't help me as it was bought online (now I'm confused) and I either have to speak with the Store Manager or call Online Solutions. I call the Online Solutions number and give the lady my Claim #. She says that this is not the Online number but it is the National Support Number. She won't help, transfers me to whatever the Online number is. Online Support guy can't help me, says I need to call National Support number (confused yet?) I tell him this wont help as they just transferred me to him!!! He has me hold (for the 3rd time with him alone) to find out he will transfer me to a Claims Manager. Finally get on the phone with a Claims Manager (lost count on how many reps I've spoken to). She says because the package already shipped, Online cannot credit me what I am owed. She tried calling local Coon Rapids, MN store and the store manager would not return a call. She needs the store manager to talk to her to work it out. I call the local Coon Rapids store, tell auto-prompt I want to speak with the Store Manager (amazingly she says "Oh, you want to speak with a Manager, one moment"...I couldn't believe that worked). I get some local rep on the phone, tell her the name of the manager I need to speak to....she says she is out, but she will connect me with Mike in Lawn and Garden who will solve my issue (FINALLY). Get on the phone with Mike, tell him my schpeal (for the 10th time at least). He says he can help, he's done this before (surprise). He will call back in 10 minutes after looking into Price match (which was already approved by the way). He calls back, wont do price match, local Home Depots don't have in stock and they are out of stock online (just my luck), even though I have a printout from last week saying they have them in stock. I decide to return the mower, fortunately I left it in the box...he says that is fine. 3 trips to/from local store, over 10 support reps dealt with over the phone....NEVER shopping at Sears again. Besides for their support reps being nice and having fast response times....they suck at getting things done and just pass the buck constantly (which is why they have fast response times). Oh, happy ending....found the same *** mower online, for Home Depot price, with no tax, and was able to use a coupon to get cheapest deal out there....Eat that Sears!!! :) Win Win for me!
Sears Installation is appalling, rude, and useless
After purchasing $5,000 of kitchen appliances we can not seem to get them installed. After 8 days the oven, dishwasher and oven hood remain boxed in the middle of our 800 sq. foot NYC apt. We have called no fewer than 6 times and spent 2+ hours on hold. No one calls us back, no one knows how to help us and no one seems to care. One agent actually told me that HE had been on the call to long and had to answer other important calls. Where is the customer here? There doesn't seem to be any one at Sears or affliliate companies who cares Can anyone provide some guidance?
Absolutely the worst customer service-Sears Canada
I recieved a KitchenAid Frdige, Sears item 463639223, on April 10, 2010. After unpacking we saw the door handle was damaged so called customer service and asked if we need to return the fridge or could they send a new handle. I called 1-800-267-3277 and was told I had called the wrong number but that if I called parts I would recieve a new handle and it had been authorized as it was recieved damaged. Well I spent the next hour being tranfered and given new phone numbers to call. Every person insisted the next number or transfer would be the correct one. I had multiple authorizations and from different numbers and it seemed to be a bouncing game from parts to customer service and from Canada to Phillipines in both these areas. Once I was given direct number for parts in Ontario and they told me it was nothing to do with them. I then wanted to complain as I was getting no where and the gentleman to me he was where all complaints go and I could not make a further complaints. He also said there was no notes on file indicating any of this happened and there was no authorization on file but said you call parts and they send out the part if it is damaged when you recieve it. I called 1-866-712-5008 and 1-800469-4663 and had over a dozen tranfrers. I think I will just take the fridge back....something simple but is total unsolvable for some reason. I will never buy from Sears again. I tried to purchase from then 2 years ago online and the purchase got lost and things got ugly but I blamed in un immature web purchase web site. I see now there issues run much deeper. Not one of the people I talked to today wanted to help or even stay on the line to see what was happening-they just wanted to transfer me to someone else.
Sears did'nt replace defective wine cooler after 18 months of use.
My wife buys this Cooler and it dies after 1 & 1/2 years. We call Sears Service and finally 2 weeks later the repair guy shows up. Before he has a chance to take his shoes off the guy is asking me how I am going to pay for the service call and they don't accept cheques.... Not what I was expecting to hear right from the start. After looking and fiddling with the Cooler he decides he has to take it to the shop for repair. 3 weeks later I have to call Sears to check the status and they had to get back to me. The next day they call and and say the Cooler is non repairable and they offer me $206.00 credit towards a new one. Why on earth would anyone even consider buying another Kenmore Wine cooler when the first one died after 18 months. Bottom Line, Sears would not replace it and they didn't care how good a customer we were. I tried calling a customer manager and they would not do anything for us. I hope they realize what the true cost of an unsatisfying customer really is. Alicha in customer service did not care she would not give me her last name or customer number.
Sears has lost my business forever.
We purchased a sears Elite front loader washer and dryer in 2008.Of course we purchased the 5 year warranty to go with it. The first day we used it I couldn't believe the noise it made, I thought it was a jet engine ready to takeoff. We called the service department on two separate occasions to have someone check it out. They assured us that the noise was normal. Really. So for two years I hated to be in my kitchen when the washer was on in the next room, hated it!! Well I recently found myself back at sears to purchase an apartment washer/dryer for an in-law unit,when I asked the appliance manager about our elite washer dryer. He told us there is definitely something wrong and call the service provider and insist the send someone. We did and sure enough, as soon as he heard the noise he said it was broken.Of course my wife had to wait from 8:00am until he showed up at 5:30pm that day.So fine, he orders the parts for repair. Schedules our repair in a week , parts show up at our house two days later, with 5 days before the repair is scheduled. Today my wife is waiting for an 8:00am to 12:00pm arrival, he doesn't show until 2:30pm. They open the washer and discover the motor is faulty,the parts that were shipped had nothing to do with the necessary repair.While they were clearing the room they handed my wife a heavy pot that was on the washer she turned to set it down but the repair guy left his tool bag on the floor , she tripped and fell down the pot landed on our kitchen table with a 1/2 inch glass top. Fortunately she wasn't injured but the glass top shattered all over the kitchen.Now the washer sounds fine. After this experience I will never ever do business with sears again, and I will discourage anyone I know from doing business with them as well
1900.oo dollar lawn mower 2year warranty 5 times to my house and the thing still leaks oil! what the heck? they come out and throw some warranty water on it and say your good! so now i out? the store manager of the fort wayne in. store said we will fix it! never...
We had a Sears service rep come to diagnose a problem with our Sears Whirlpool Calypso washing machine on 3/30/2010. He was here for an hour, charged for two hours, and misdiagnosed the problem. We chose to make the repair ourselves, as is always a consumer option,...
Sears in Macungie, Pennsylvania - Poor Customer Service
At 5 pm on a Tuesday, I took my car in to Sears Automotive on Willow Street in Manchester, NH to see why the air conditioner wasn't working. The guy working said his "air conditioner man" wasn't working that night and for me to bring it back the next day at noon. So the next day, during my lunch break from work, I drove over. I stood in line for over 30 minutes and no one would help me. I asked one of the mechanics that was standing around, what was up?...He said he was on a mandatory lunch break and couldn't help me. Correct me if I'm wrong, but shouldn't folks in the retail business take lunch breaks other than when the rest of the world takes theirs? That's when most folks go out to get stuff done....on their lunch breaks. Needless to say, after wasting almost an hour, I drove off with no help and went to another place instead who took me right away. In this economy, I don't understand why outfits such as Sears are not interested in keeping customers. I'll never go back.
With Official Company Response
Poor Service from Sears
If you want quick, dependable response I recommend someone other than Sears. The service department was unwilling at any time to expedite or escalate my call to get a technician out sooner. I was inconvenienced twice by this unit and received very little in return. I have never heard a staff of people use the term "not our policy" so frequently. They said all of the warm, feel good things like 'we understand your frustration' and 'we are so very sorry'. It was just a routine. I will never use sears for service again, and I certaintly will never buy a sears product because I know they will not stand behind it.
Thank You for Your Reply!
Thank You for Your Reply! We are processing your message.
Thank You for Your Submission
Your comment is successfully posted.
Do you have something to say about Sears? What happened? What can we help you with?